After a customer opens a support request, they can come back to the Members Portal any time to check where it stands and read your team's replies. Knowing exactly what they see makes it easy for your team to guide them. This guide walks through the portal's Support page and the ticket thread, from the customer's side.
How customers track their support tickets in the Members Portal
Your customers do this from the portal's Support page at /support. Here's what they see.
1. Open the Support page
After signing in to your members portal, your customer opens the Support page. It lists every request they've opened, with the ID (their customer reference), Subject, Category, Priority, Status, and when it was last Updated.
2. Filter with the All, Open, and Resolved tabs
Three tabs across the top let them narrow the list: All shows everything, Open shows tickets still in progress (both open and pending), and Resolved shows ones your team has marked resolved.
3. Spot new replies with the unread dot
A small blue dot appears next to any ticket that has a new reply from your team the customer hasn't read yet — so it's easy to see at a glance which conversations need their attention.
4. Open a ticket to read the conversation
Clicking a row opens the ticket thread at /support/{id}, showing the full back-and-forth — the customer's original message and every reply from your team, in order.
5. Check the Details panel
On the right of the thread, a Details panel summarizes the ticket: its Status, Priority, Category, and when it was Opened.
6. Reply to keep the conversation going
As long as the ticket isn't closed, a reply box sits at the bottom of the thread. Customers can add a message — with attachments, emojis, and GIFs — and your team's answer lands right back in the same conversation.
Priority labels customers see
In the portal, priorities read as Low, Normal, and High. Note that what a customer sees as "Normal" appears to your team as "Medium" in the Support Hub.
Good to know
- Replies, until it's closed: Customers can keep replying in the thread — with attachments, emojis, and GIFs — until the ticket is closed.
- Closed tickets are read-only: Once a ticket is closed, the thread shows a "Ticket closed" message — "This ticket has been closed and is read-only. Open a new request if you need further help." — and the reply box disappears.
- The Open tab includes pending: Tickets your team has marked Pending (waiting on the customer) show up under Open too.
- Everything in one place: Whatever happens on a ticket — your replies, status changes, the conversation — the customer sees it all from this Support page.